Results 271 to 280 of about 15,544,913 (349)
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On the quality of service of failure detectors
IEEE Transactions on Computers, 2002We study the quality of service (QoS) of failure detectors. By QoS, we mean a specification that quantifies: (1) how fast the failure detector detects actual failures and (2) how well it avoids false detections. We first propose a set of QoS metrics to specify failure detectors for systems with probabilistic behaviors, i.e., for systems where message ...
Wei Chen 0013 +2 more
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Robot service failure: the double-edged sword effect of emotional labor in service recovery
Journal of service theory and practice, 2022PurposeThis paper aims to discuss the effect of frontline employees' emotional labor (surface acting vs. deep acting) on customer satisfaction and the moderating role of responsibility attributions in the situation of robot service failure.Design ...
Yun-Xia Shi +3 more
semanticscholar +1 more source
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
Journal of services research, 2020Robots are the next wave in service technology; however, this advanced technology is not perfect. This research examines how social perceptions regarding the warmth and competence of service robots influence consumer reactions to service failures and ...
Sungwoo Choi, A. Mattila, Lisa E. Bolton
semanticscholar +1 more source
Service failure diagnosis in service function chain
2017 19th Asia-Pacific Network Operations and Management Symposium (APNOMS), 2017Network function virtualization (NFV) is a powerful emerging technique with widespread applicability. It provides Network Functions (NFs) through software virtualization techniques that decouple software and hardware. Some connected network functions constitute a service function chain (SFC).
Shilei Zhang +3 more
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Service failure in peer-to-peer accommodation
, 2021A two-stage study using text-mining and critical incident techniques was conducted to identify the service failure type in peer-to-peer accommodation and recovery strategies adopted to address them.
Yujia Chen, Iis P. Tussyadiah
semanticscholar +1 more source
The Tourist Review, 2022
Purpose The purpose of this study is to investigate the perceived severity of service failure (PSSF) and service recovery strategies (SRSs) as antecedents of customer forgiveness (CF), customer reconciliation, negative word-of-mouth and re-patronage ...
A. Elbaz +4 more
semanticscholar +1 more source
Purpose The purpose of this study is to investigate the perceived severity of service failure (PSSF) and service recovery strategies (SRSs) as antecedents of customer forgiveness (CF), customer reconciliation, negative word-of-mouth and re-patronage ...
A. Elbaz +4 more
semanticscholar +1 more source
Multidisciplinary Care in Heart Failure Services
Journal of Cardiac Failure, 2023The American College of Cardiology/American Heart Association/Heart Failure Society of American 2022 guidelines for heart failure (HF) recommend a multidisciplinary team approach for patients with HF. The multidisciplinary HF team-based approach decreases the hospitalization rate for HF and health care costs and improves adherence to self-care and the ...
GEORGE Sokos +8 more
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European Journal of Marketing, 2013
PurposeThis study seeks to draw on the theories of personality to investigate antecedents and outcomes of consumer coping in instances of service failure. Specifically, the authors focus on the effects of emotional intelligence and self‐efficacy on three coping strategies – active, expressive, and denial.
Yelena Tsarenko, Yuliya Strizhakova
openaire +1 more source
PurposeThis study seeks to draw on the theories of personality to investigate antecedents and outcomes of consumer coping in instances of service failure. Specifically, the authors focus on the effects of emotional intelligence and self‐efficacy on three coping strategies – active, expressive, and denial.
Yelena Tsarenko, Yuliya Strizhakova
openaire +1 more source
Are you willing to forgive AI? Service recovery from medical AI service failure
Industrial management & data systems, 2022PurposeAs an emerging technology, medical artificial intelligence (AI) plays an important role in the healthcare system. However, the service failure of medical AI causes severe violations to user trust.
Ai-Hui Chen +3 more
semanticscholar +1 more source
International Journal of Contemporary Hospitality Management, 2022
Purpose This paper aims to identify platform-centric versus multiparty service failure on sharing economy platforms via topic modeling analysis of consumers’ negative online reviews.
L. Wu +3 more
semanticscholar +1 more source
Purpose This paper aims to identify platform-centric versus multiparty service failure on sharing economy platforms via topic modeling analysis of consumers’ negative online reviews.
L. Wu +3 more
semanticscholar +1 more source